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Feb 04, 2022
3 min

Why We’re Thrilled With Our 74% First-Call Resolution Rate and Excited To See Calix Partner With NISC

Our mission at Silver Star Communications is to enrich lives through exceptional customer experiences and innovative uses of technology. It’s an ambitious and worthy mission—and our 10-year partnership with Calix has made it possible every step of the way. We’ve been a full Calix Revenue EDGE customer since 2019. The comprehensive solution—including GigaSpire® BLAST systems, Calix Cloud, the CommandIQ® mobile app, ProtectIQ for network security, and ExperienceIQ for advanced parental controls—forms the foundation of our Home Zone Premium service. It’s helped us successfully differentiate and deliver incredible value to our subscribers.

In particular, the cloud offerings have been a game-changer for us. For example, we’ve long relied on Calix Support Cloud (Support Cloud) to help us deliver an amazing subscriber experience. Support Cloud gives us real-time intelligence and insights to diagnose and resolve issues quickly and efficiently. The numbers tell the story. Support Cloud is how we increased our first-call resolution rate to 74 percent. We’ve also reduced our truck rolls from 40 percent to 26 percent (a 35 percent decrease).

 

Support Cloud/NISC Integration Will Help Us Cut Average Call Time by 13 Percent

We are thrilled that Calix is now integrating Support Cloud with the iVUE Trouble Management solution from National Information Solutions Cooperative (NISC). The integration will give our customer support representatives (CSRs) even faster access to the information they need to effectively troubleshoot and resolve subscribers’ Wi-Fi issues. We see the integration benefiting our support organization, our business, and our subscribers in several ways:

  • Cut average call handling time by at least one minute. The Support Cloud/NISC integration will help our CSRs get information faster because they’ll need to open fewer windows to find it—letting them troubleshoot, diagnose, and resolve subscriber problem faster. We estimate we’ll be able to reduce average call handling times by at least one minute, or 13 percent. That’s huge!
  • Reduce reliance on third-party support and cut OPEX substantially.  Information (subscriber profile, reported issue details, call disposition) flows seamlessly across both systems. That means CSRs won’t have to search for information or enter data multiple times. We currently use third-party support to augment our internal staff. The time savings from Support Cloud and NISC integration will let us handle more calls and resolve more tickets ourselves. As a result, we’ll be able to reduce our reliance on third-party support and cut OPEX substantially.
  • Become more proactive to increase subscriber satisfaction and reduce churn.  Providing better support and swifter issue resolution aligns with our subscriber experience goals. The Support Cloud/NISC integration lets us focus on proactive troubleshooting. We can reach out to solve subscribers' problems before they impact services. With this feature, we will enhance our subscribers’ experience helping increase satisfaction and reduce churn.
     

If you’re attending RTIME (February 13-16 in Dallas, TX, visit the Calix booth (#100) for a demonstration of the Support Cloud/NISC integration. Learn more about Calix Support Cloud.

Technical Support Supervisor, Silver Star Communications

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